Director of Customer Success
Hybrid / Remote – U.S. Based
*Please note for payroll purposes, candidates live in one of the following US States: Florida, Illinois, Indiana, New York, Ohio, Oregon, Texas, Washington DC, Wisconsin.
A quietly expanding, innovation‑driven health tech organization is seeking an experienced Director of Customer Success to lead a growing post‑sales organization through its next phase of scale. This is a rare opportunity to step into a rapidly evolving environment where your operational rigor, leadership strength, and customer‑centric mindset will have direct impact on long‑term retention, expansion, and overall customer experience.
About the Role
You will oversee a team of six Customer Success Managers who support a diverse portfolio of customers across multiple segments. The team has tripled in size in recent months, creating meaningful opportunity for you to shape processes, redefine account segmentation, and establish best practices across the customer lifecycle.
This is a hands-on leadership role—one that blends strategic oversight with direct engagement on key customer relationships, including renewals, multi‑year expansions, onboarding, and escalations.
The environment rewards leaders who bring accountability, clarity, and structure, and who are comfortable rolling up their sleeves while guiding a team through change. The ideal leader thrives in a company that moves quickly, values transparency, and expects high ownership.
What You’ll Lead & Own
- Customer Success Strategy & Execution across renewal, expansion, and upsell workflows, ensuring strong retention and revenue outcomes (NRR, GRR, multi‑year agreements, and price increases).
- Leadership of a six‑person CSM team, providing coaching, structure, and clear expectations while evolving account segmentation and team processes.
- Post‑Sales Journey Oversight, including onboarding, product adoption, customer engagement, and strategic account planning.
- Direct Engagement with Strategic Accounts, stepping in for escalations, critical renewals, or when executive alignment is required.
- Cross‑Functional Partnership with operations, product, sales, and support teams to deliver a cohesive and consistent customer experience.
- Implementation Leadership for an upcoming customer success platform rollout, partnering with internal teams to modernize and standardize tooling.
- Quality, Consistency, and Accountability, ensuring QBRs, metrics, and customer engagement standards are reliably executed by the team.
Ideal Experience
You don’t need to come from the same industry—but you should have experience in:
- Subscription‑based B2B environments
- Organizations balancing hardware‑meets‑software or otherwise complex product ecosystems
- Companies of similar size, pace, and resource profile, not only large enterprise or early‑stage startup
- Leading teams through process building, scaling, and operational evolution
Bonus points if you’ve worked in a health tech or other regulated, compliance‑heavy, or safety‑critical environment—but it’s not required.
Who You Are
- A hands‑on leader who builds trust quickly and dives into customer conversations when needed
- Operates with high accountability, clarity, and follow‑through
- Skilled at navigating change, building structure, and reinforcing team expectations
- Strong at strategic communication, both internally and externally
- Comfortable with growth, ambiguity, and evolving processes
- Values transparency, collaboration, and pragmatic decision‑making
Success Metrics
While the organization is growing and KPIs will continue to evolve, success in this role will be measured through:
- Quarterly renewals and contract expansions
- Multi‑year commitments and associated price increases
- Retention metrics (NRR, potentially GRR)
- Customer satisfaction (CSAT)
Prime Team Partners is an equal opportunity employer. Prime Team Partners does not discriminate on the basis of race, color, religion, national origin, pregnancy status, gender, age, marital status, disability, medical condition, sexual orientation, or any other characteristics protected by applicable state or federal civil rights laws.